It is determined largely by the quality of the experience customers have when they look for product information and seek support—tasks they increasingly use mobile devices for.In this report, Software Advice investigates the degree to which U. consumers seek support through mobile, what kinds of CX problems they encounter and how companies can avoid these problems by better utilizing software.
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More than 70 per cent of UK adults who go online now have a social media profile, according to a recent Ofcom report – up from 66 per cent in 2013.
Among popular blogs and publications in the customer service industry, there has been a lot of discussion about how to manage and improve the customer experience.
But many people, particularly small-business owners who have less time to study these sources, are still not aware of just how important CX is today: A recent Gartner survey found that, by 2016, 89 percent of businesses plan to compete on the basis of their CX.
While sending and receiving email is still the most common internet activity, after general web browsing, almost half of UK adults (44 per cent) now go online to use social networks at least once a week, compared to 25 per cent in 2010.
Online video is also becoming more popular, no surprises there, with more than half of adults (54 per cent) watching TV or video on a computer or mobile in Q1 2015, and 37 per cent having done so in the week before Ofcom's survey was carried out.
Almost a quarter (23 per cent) of respondents also said they had watched short video clips – commonly posted to social networks – in the past week, highlighting the popularity of video on social media.